ServiceNow ITSM Manager

Crowe•Washington, DC

18d•$102,400 - $204,100

About The Position

Crowe is seeking an experienced ServiceNow ITSM Manager to support the delivery of ITIL-aligned digital workflows on the ServiceNow platform. In this hands-on role, you will design, configure, and enhance ITSM solutions that help clients modernize their service delivery operations.

Requirements

5+ years professional experience, including 2+ years hands-on ServiceNow ITSM work.
Proven ability to configure and implement core ITSM modules and workflows.
Strong communication and documentation skills; consulting experience a plus.
Willingness to travel up to 30% for client engagements.

Nice To Haves

Strong JavaScript skills and proficiency with ServiceNow scripting methods and APIs.
Expertise across ITSM processes and ITIL-based workflow design.
Experience with integrations (REST/SOAP), automation, and CMDB fundamentals.
Ability to solve complex problems and work independently in a fast-paced environment.
ServiceNow CSA – Required
ServiceNow CIS–ITSM – Preferred
CAD, ITIL Foundation – Preferred

Responsibilities

Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).
Build workflows, automations, and integrations using ServiceNow scripting and Flow Designer.
Build and configure advanced assignment rules and on-call schedules.
Configure and optimize the Service Operations Workspace, Employee Service Center, and Mobile experience.
Develop and optimize Service Catalog items, SLAs/OLAs, CMDB structures and relationships.
Understand the definitions and construct of the Common Service Data Model (CSDM)
Translate business requirements into scalable, ITIL-based technical solutions within the Agile framework.
Troubleshoot issues, support testing cycles, and participate in deployment activities.
Ability to lead client-facing workshops, gather requirements, and educate clients on best practices for ITSM.
Partner with architects and client stakeholders to ensure quality and alignment with best practices.
Produce clear technical documentation and contribute to continuous platform improvement.